Shows resilience, even in difficult circumstances. Prepared to make difficult decisions and has the confidence to see them through.
Shows confidence to perform own role without unnecessary support in normal circumstances. Acts in an appropriate way and controls emotions.
Positive Indicators
- Deals confidently with members of the public, drawing on own skills and experience.
- Is comfortable working alone with an appropriate level of supervision and guidance.
- Puts a positive view on situations and concentrates on what can be achieved.
- Is aware of and manages personal stress.
- Accepts criticism and praise.
- Controls emotions and does not get emotionally involved in disputes.
- Is patient when dealing with people who make complaints.
- Acts in a confident way when challenged.
- Says ‘no’ when necessary.
Negative Indicators
- Gets easily upset, frustrated and annoyed.
- Panics and becomes agitated when problems arise.
- Walks away from confrontation when it would be more appropriate to get involved.
- Needs constant reassurance, support and supervision.
- Uses inappropriate physical force.
- Gets too emotionally involved in situations.
- Reacts inappropriately when faced with rude or abusive people.
- Deals with situations aggressively.
- Complains and whinges about problems rather than dealing with them.
- Gives in inappropriately when under pressure.
- Worries about making mistakes and avoids difficult situations wherever possible.